NEW HIRE

Manual

1
Welcome to this manual
that will provide you
guidance to process the
most common
transactions.

2
 Content
Reference guide for Knomax: most common transactions.................................................................................................................................. 4
Straight talk cellphone plans ................................................................................................................................................................................ 5
Most common transfer extensions: ..................................................................................................................................................................... 6
Enrollment reminder: ........................................................................................................................................................................................... 6
Loyalty rewards chart: .......................................................................................................................................................................................... 6
Summary of Transactions steps ........................................................................................................................................................................... 7
Activation ............................................................................................................................................................................................................. 8
Activation job aid ................................................................................................................................................................................................. 9
Reactivation........................................................................................................................................................................................................ 11
Redemption ........................................................................................................................................................................................................ 12
Redemption with PIN ..................................................................................................................................................................................... 12
Redemption with CC (Sales) ........................................................................................................................................................................... 13
What if the PIN is not working? ......................................................................................................................................................................... 15
What if the CC goes declined? ........................................................................................................................................................................... 16
Airtime conversion ............................................................................................................................................................................................. 18
How to redeem loyalty rewards ......................................................................................................................................................................... 21
Upgrade .............................................................................................................................................................................................................. 24
BYOP registration ............................................................................................................................................................................................... 25
PIN added to the wrong ESN. ............................................................................................................................................................................. 28
Inactive POSA guidelines .................................................................................................................................................................................... 31
Risk assessment.................................................................................................................................................................................................. 34
Smart pay: ...................................................................................................................................................................................................... 34
Fraudulent activity: ........................................................................................................................................................................................ 34
STOLEN PROCEDURE .......................................................................................................................................................................................... 35
How to process an AWOP .................................................................................................................................................................................. 38
Interactions ........................................................................................................................................................................................................ 39

3
 Reference guide for Knomax: most common transactions
You can either copy and paste the link when available on Microsoft edge inside Amazon workspaces or paste the manual or
training flash link in Agent support.

Transaction Manual / Link

Training flash
name
Opening TF # 082.2020
spiel CTI Call https://tracfone.knowmax.io/#/preview/articles/5fad625ce20b830f00f04129?q=opening%20spiel
Greetings 05 26
20 ORI
Outbound 2G Migration https://tracfone.knowmax.io/#/preview/articles/5ff5d8a2e20b830c88a582b3?q=outbound%20spiel
spiel Customer
Leaving a Leaving a https://tracfone.knowmax.io/#/preview/articles/5ff5dd90e20b830c88a58343
voicemail Voicemail
Message
Company Frequently Used https://tracfone.knowmax.io/#/preview/articles/60186d88e20b830bf871ee4e
phone Numbers
numbers
Situational Knowmax
scripts
Activation 03. Single Line – https://tracfone.knowmax.io/#/preview/articles/603e6809e20b840574215b64
Transactional
page 3
Reactivation 03. Single Line – https://tracfone.knowmax.io/#/preview/articles/603e6809e20b840574215b64
Transactional
page 7
Redemption 03. Single Line – https://tracfone.knowmax.io/#/preview/articles/603e6809e20b840574215b64
with PIN Transactional
page 21
Redemption 03. Single Line – https://tracfone.knowmax.io/#/preview/articles/603e6809e20b840574215b64
with DC/CC Transactional
page 23
Auto refill 03. Single Line – https://tracfone.knowmax.io/#/preview/articles/603e6809e20b840574215b64
Transactional
page 37
Upgrade 06. Phone https://tracfone.knowmax.io/#/preview/articles/600175f1e20b820a6c37cd80
Upgrade
Activation Activation
Job aid Process Job Aid https://tracfone.knowmax.io/#/preview/articles/5fd0d2cbe20b8207dccc9b1c?q=activation%20job%20aid
06.05.20

How to 08. MIN Change

change a 09 30 19 v2 https://tracfone.knowmax.io/#/preview/articles/60017a78e20b820a6c37cda2
phone
number
How to 07. SIM Change
change a 12 19 18 https://tracfone.knowmax.io/#/preview/articles/600178abe20b820a6c37cd91
SIM number
Update CC 11. Payment
info (CC is Method
declined) Management https://tracfone.knowmax.io/#/preview/articles/60017e64e20b820a6c37cdd5
05 07 19 page
11
Register 11. Payment
new CC Method
(only Management https://tracfone.knowmax.io/#/preview/articles/60017e64e20b820a6c37cdd5
authorized 05 07 19 page 6
CSR)
Ask security 15. Security
Questions Questions https://tracfone.knowmax.io/#/preview/articles/60e5cbffe20b820fd0d8a189
Management 8
9 18
Inactive Inactive POSA
POSA Troubleshooting https://tracfone.knowmax.io/#/preview/articles/5fb87206e20b8207909cfd13
(Check solution
on TAS as well)
PIN TF # 086.2020
scratched Live PIN https://tracfone.knowmax.io/#/preview/articles/601998cce20b840d6482799e
off Visibility 05 21
scenarios 20 ORI
PIN added TF # 052.2021
to wrong Airtime Added https://tracfone.knowmax.io/#/preview/articles/603e6968e20b840574215b86?q=added%20to%20wrong
ESN to the Wrong
Account

4
 Airtime TF # 124.2020
conversion Airtime https://tracfone.knowmax.io/#/preview/articles/6011ba3de20b8209700a86f3?q=airtime%20conversion
Conversion Tool
Locate SNP Locate SNP for
Airtime https://tracfone.knowmax.io/#/preview/articles/5f079ffae20b820c5c888ea9
Card/Receipt
Locate Locate Serial https://tracfone.knowmax.io/#/preview/articles/5f08bd8de20b820aece43c69
ESN/IMEI Number
Customer Lease-to-Own
wants to Program Job https://tracfone.knowmax.io/#/preview/articles/5fd0ebb9e20b8207dccc9b47?q=lease%20to%20own
know about Aid 10 28 19
Smart pay
Stolen 2. Technical
procedure Troubleshooting https://tracfone.knowmax.io/#/preview/articles/602e9030e20b83073caf288c?q=technical
page 36 (Check
solution on TAS
as well)
Create 10. Ticket
replacement Creation 11 25 https://tracfone.knowmax.io/#/preview/articles/60017cf2e20b820a6c37cdc4
SIM ticket 19
Create IT 20. Support
TOSS ticket Section 07 24 https://tracfone.knowmax.io/#/preview/articles/6001878de20b820a6c37ce2a
19 page 3
Risk Check Tracfone
assessment TF guidelines BAFM (ext. 3001) or SmartPay phone number (1-844-663-1309)

Send SMS
for security http://cdtxsvr81.tracfone.com/securitycodesms/
Question
Reset Reset network
network settings https://tracfone.knowmax.io/#/preview/articles/5ef5fb25e20b820eb414ef0e
settings

Straight talk cellphone plans

Plan price Minutes SMS Data Hotspot International calls Service days
$ 30 1500 Unlimited 100MB None 30
$ 35 Unlimited Unlimited 10GB 5GB Canada/Mexico 30
$ 45 Unlimited Unlimited 25GB 10 GB Canada/Mexico 30
$ 55 Unlimited Unlimited Unlimited 15GB Canada/Mexico 30
$ 60 Unlimited Unlimited 25GB 10GB Yes 30
$ 65 Unlimited Unlimited Unlimited 20GB Yes 30
$ 90 Unlimited Unlimited Unlimited 15GB Canada/Mexico 30
$ 130 Unlimited Unlimited 25GB/month 10 GB/month Canada/Mexico 3 months
$ 255 Unlimited Unlimited 25GB/month 10 GB month Canada/Mexico 6 months
$ 495 Unlimited Unlimited 25GB/month 10 GB month Canada/Mexico 1 Year
Depends
Depends on on
$10 Global None None Yes NA
country rate country
rate

$5 data None None 1GB None NA

$10 data None None 2GB None NA

5
 Most common transfer extensions:
Remember to always check the transfer guidelines to make sure that you have the most updated extension number.

Department Eng Spa

Technical 1461 1462
Supervisor/someone else 1485 1486
Corporate 3324 1123
New Credit card 1089 1090
Onboarding/port 1469 1157
Home phone/hotspot 1148 1149
SmartPay # 844-663-1309 9am col
ST hotline 877-430-2355
Risk assessment BAFM/ fraudulent 3001
VAS/loyalty rewards issues 1513 1514
Tracfone/Net 10 1161 1221
Sales (ventas) 1531 1566
PIN scratch off 1175 1179

Enrollment reminder:

Loyalty rewards chart:

To get a free plan the customer should have the following among of points. Remember to transfer to VAS to redeem the plans.

6
 Summary of Transactions steps

Activation Reactivation Redemption with PIN Redemption with CC Upgrade

Opening spiel Opening spiel Opening spiel Opening spiel Opening spiel

Initial set up Warm welcome Ask for the PIN Ask for the last 4# CC, exp date, CVV Validate old ESN is active

New account Vs existent one Auto refill Add services Add services Ask for new ESN

Service end date, 611611, Loyalty Service end date, 611611, Loyalty
New number vs transfer one Add services rewards (if not enrolled) rewards (if not enrolled) Save in your notepad new ESN and SIM

Service end date, 611611, Loyalty rewards

Warm welcome Close the call Close the call Go back to old ESN>Transactions>upgrade

Auto refill Check SUI Save the interaction Save the interaction Ask Security questions

Add services Activation job aid Warm welcome

Service end date, 611611,

Close the call Educate about upgrade (spiel)
Loyalty rewards

Check SUI Enter new ESN and SIM

Save the interaction

Activation job aid Process Transaction

Autopay: Would you like to subscribe to automatic payments with a CC?
Service end date, 611611, autopay (if not
Offer My account app Warm welcome: Thank you for choosing ST wireless as service provider enrolled)
If cx accept LRP: Do you accept the terms and conditions? Remember that you may generate a referral
Close the call code only in my rewards website to refer your friends. Check SUI new ESN

Save the interaction Outbound spiel: "Hi this #### from ST, this call may be recorded for quality assurance purposes" Activation job aid
Security PIN: please provide a 4 digits PIN easy to remember, this is for security purposes only and to Offer My account app
expedite your transactions going forwards"
Close the call

Save the interaction

7
 Activation
Add services to a phone which status is new or refurbished (inactive>follow the solution)

Phone status new/refurbished+ airtime PIN

Phone status new/refurbished+ Debit/Credit card

Steps.

➢ Opening spiel

Customer’s statements “I would like to active my phone” “I’d like to set up my cellphone” “I would like to get a phone number for my
new cellphone”

➢ Access to his device information in TAS using Serial number, IMEI/SIM #

The phone status should be new or refurbished

➢ “Have you completed the initial set up of your phone?” If the customer has been completed, guide him to the home screen.

➢ Account selection> if TAS shows red message when you enter ESN ask the customer if they would like to have a new account or
associate the phone to an existent account.

➢ Ask to the customer “Would you like to have a new cellphone number, or do you prefer to transfer an existent phone number to
this phone?”

Reminder: if the customer would like to transfer number from external company, transfer to Portability department. If the number
belongs to another phone on the same company, follow Upgrade steps.

➢ If the customer wants a new phone number > provide the warm welcome

“Thank you for choosing Straight talk wireless as your service provider”

➢ How would you like to add service to your phone, with an airtime PIN or debit/credit card?

Add services according to the customer choices. Reminder: Go to transactions> Activation, remember to enter the zip code on mandatory
field.

➢ Offer autopay to the customer.

➢ If the transaction is successful, read the transaction summary to the customer including 611611, service end date, loyalty rewards.

➢ Check SUI to check that CN status appears

➢ Follow the activation job aid.

➢ Thanks, the customer for the business and close the call (offer My account app for ST customers).

➢ Create an interaction.

8
 Activation job aid

If the test call was unsuccessful:

9
10
 Reactivation
Add services to a phone which status is past due and used (Stolen and Risk assessment> follow the solution)

Phone status past due/used + airtime PIN

Phone status past due/used + Debit/Credit card

Steps.

➢ Opening spiel

Customer’s statements “I would like to active my phone” “I’d like to set up my cellphone” “I would like to get a phone number for my
new cellphone”

➢ Access to his device information in TAS using phone number, Serial number, IMEI/SIM #

The phone status should be past due/used.

➢ If the customer wants to add services> provide the warm welcome

“Thank you for choosing Straight talk wireless as your service provider”

➢ How would you like to add service to your phone, with an airtime PIN or debit/credit card?

Add services according to the customer choices. Reminder: Go to transactions> Activation.

➢ Offer autopay to the customer.

➢ If the transaction is successful, read the transaction summary to the customer including 611611, service end date, loyalty rewards.

➢ Follow the activation job aid.

➢ Thanks, the customer for the business and close the call.

➢ Create an interaction.

11
 Redemption
Add services to an active phone; you may add services with a service PIN (airtime card) or with a debit or credit card.

Phone status active + airtime PIN. > Redemption with PIN

Phone status active + debit/credit card.> Redemption with CC. or sales.

Redemption with PIN

➢ Opening: Thank you for calling……
Customer statements: I would like to add services to my phone, I would like to add airtime to my phone, I’d like to refill my phone.
➢ Access to the customer account with phone number they are calling about, ESN (serial number or IMEI), SIM.
Phone status should be active
➢ Ask them “How would you like to add services today? Do you have a service PIN, or do you have a debit or credit card?” > Cx will
uses a service PIN.
➢ “May I please have the service PIN?”
➢ Once you get the PIN follow these steps:

➢ If the transaction is successful> explain the customer the 611611 option, also provide the service end date. Offer loyalty rewards
if the customer is not enrolled, otherwise provide the number of points that he earns.

➢ Ask the customer “is there anything else that I can help with?
➢ Check the offer TAB for possible enrolments.

12
 ➢ Close the call> “Thank you for calling…. Have a good day”
➢ Create interaction

Redemption with CC (Sales)

Phone status active + debit/credit card.> Redemption with CC. or sales.
➢ Opening: Thank you for calling……

Customer statements: I would like to pay my bill, I would like to add services to my phone, I’d like to refill my phone.

➢ Access to the customer account with phone number they are calling about, ESN (serial number or IMEI), SIM.

Phone status should be active

➢ Ask them “How would you like to add services today? Do you have a service PIN, or do you have a debit or credit card?” > Cx will uses a Debit or credit
card> continue.

➢ Validate if there is card on the customer’s account.

If there are not cards> we escalate to the CC department.

If there are cards on the account> Ask for the last 4 digits of the card “May I please have the last four digits of the card that you will be using today?”

If the card is not in the system> we escalate to the CC department.

If the last 4 digits appears on the system> Ask to the customer “May I have the expiration day of the card?”

Ask for the CVV code; read it back to the customer

➢ Ask which plan they’d like to add

➢ Offer auto pay> Would you like to be enrolled in the auto refill program?

➢ Provide the total amount due with tax

➢ Ask the customer Would like to add it now or to your reserve?

➢ Select the button that the customer chooses.

13
➢ If the transaction is successful> explain the customer the 611611 options, also provide the service end date. Offer loyalty rewards

if the customer is not enrolled, otherwise provide the number of points that he earns.

➢ Ask the customer “is there anything else that I can help with?

➢ Check the offer TAB for possible enrolments.

➢ Close the call> “Thank you for calling…. Have a good day”

➢ Create interaction

14
 What if the PIN is not working?
If we find this error processing a service PIN, follow the steps bellow:

1. Ask the customer to repeat the PIN, make sure to provide a reason
2. If the PIN still does not work, then ask for the SNP (9 or 10 digits) bellow barcode in cards or at the top of receipt.

Look the SNP in TAS:

1
2

3
4

If the SNP does not give you records> ask the customer where the PIN is from.

3. If the SNP give you records, and the card is compatible with the phone> ask the PIN the last time.
4. If the PIN still does not work>

The interaction will be like this:

15
 What if the CC goes declined?

Educate the customer: “Before we move any forward, I might need to review the CC information store in files to get a successful
transaction” May I have your account security PIN, please?

If the customer asks why: “The bank did not authorize the transaction, but no worries, we can try again after we update your card
information”

1. Select Update payment

2. Get the customer validate Security Questions.

3. Make sure that the expiration date and billing information matches the one in the system. If you enter new data, you must spell
verify or validate the numbers.

✓ May I have the card holder

first name? Spell back.

✓ May I have the card holder las

name? Spell back.

✓ May I have billing address

associate it with the CC? Spell
back

✓ May I have a contact number

that we can associate with
this card?

16
 4. Click Save and then go back to try to complete the payment again.

5. If the payment goes through continue with the transaction BAU.

6. Otherwise advise the customer that:

“After we validate you card information, we have not received a positive reply from your financial institution, we may try again using a
different CC or you can contact your financial institution to check the status of your card. Even, refill cards available at Walmart can be
used to renew your services, what would you like to doat this time?

Notes: If the customer will be calling back later, offer a callback for follow-up.

17
 Airtime conversion
If a customer purchased a plan from any TracFone brand that is not compatible with the phone because it belongs to another brand or
another device type, follow the steps below:

1. Validate ticket history to check if a previous ticket for airtime conversion has been created.

In TAS> Go to recent history> tickets

- If there is a previous ticket for airtime conversion> educate the customer that the conversion is done as a one-time-courtesy that
he already received. If possible, offer a universal branding or the option to exchange the card at the store. Check the Technical
manual for the universal branding details.

- If NO, continue with the airtime conversion process.

2. Go to Agent support> Tools> Converter tool> Airtime conversion tool:

18
 Select the Select the Select the
Select the
incorrect plan. correct plan. device type.
incorrect brand.

Note: If the tool shows that the conversion is not possible (the device type is not listed) educate the customer that the conversion is not
possible. As an alternate solution, offer universal branding o retailer exchange.

3. Educate the customer about the conversion.

“The plan that you purchased belongs to a different brand, that is not compatible. However, I am glad to inform you that as a one-
time courtesy, I am allowed to replace the card for you. Next time we should buy at least the (mention the cheapest compatible card).
Do you agree with the conversion?”

If they say NO, offer universal branding o retailer exchange.

If YES, follow the next steps:

4. Invalidate the wrong plan purchased. In TAS, go to Support>Toss util> airtime cards> enter the PIN/SNP and search the card.

2 3

Enter the ESN where the

conversion will be done.

5. Generate a workforce PIN. Make sure that you enter the Issue encounter, action taken, resolution, and supervisor’s name. Also,
enter the Invalidate number and PIN/merchant.

In TAS>Go to incoming call>ESN support>Workforce PIN

19
6. Follow the rest of the transaction BAU and leave the appropriate documentation:

20
 How to redeem loyalty rewards
To redeem a plan the customer should have at least the following amount of points

ST cellphone
plans

$10 7 days plan, Unl. Talk, text and 5GB highspeed data> 1250 points
$20 15 days plan, Unl. Talk, text and 10GB highspeed data> 2500 points

For further details check the loyalty rewards manual, page 15:
https://tracfone.knowmax.io/#/preview/articles/6035729de20b820d00ad9e1c?q=loyalty%20rewards

To begin, verify that the customer has enough points:

a. If the customer does not have enough points, educate him that he has not accumulate the amount to get a free plan yet.

If the customer has enough points, follow the steps bellow:

Validate security questions.

1. Go to contact profile:

21
2. Select Loyalty rewards:

Select Loyalty rewards from the

contact actions TAB

3. Select Redeem points

4. If this message pop-up, ask the customer for a valid email address and date of birth

5. Select the phone that the services will be added from the drop down; then the service plan and click in add now or add to
reserves upon customer request.

2 3

6. The Transaction summary will be display; follow the call flow BAU from this point

22
• Interaction example:

Note: If there is any issue with the redemption, transfer

the call to the VAS department

23
 Upgrade
Transfer phone and services from one phone to other. Condition: both phones should from the same brand.

*Phone A: old phone, it has phone number and services> phone status should be active. If the phone A is not active, reactive the phone.

*Phone B: new device, this one will end with the phone number and services. Phone status> new, refurbished, past due, used. If the phone
B is active, we should deactivate the phone first.

Steps to do an upgrade.
*Opening

Customer statements> “I want to activate my phone and keep my cellphone number” “I want to switch my services to a new device”.

*Access to the customer’s account> phone number, IMEI, SIM #. (if the phone status is active in phone, continue)

*Ask the customer the new IMEI and SIM # “May I please have the IMEI of your new phone?” > Go to TAS and check phone status phone
B, copy and paste SIM #. If phone B is active, deactivate the phone B. If phone B is new, refurbished, past due, used> continue.

*if phone B is new or refurbished> Ask the customer to complete the phone initial set up.

* Go back to phone A account> go to transactions> select Upgrade TAB

* Ask security Questions.

* Warm welcome.

*”Before processing this upgrade let me inform you that your new phone will be added to your account, both phones should be in the same
account to complete this; also, all the enrolments will be transfer to the new device, including phone number and service days”.

*Enter in TAS new phone’s IMEI and SIM # and click continue. (if the customer is calling from the handset, ask for an alternative number
and call him back right away; if he does not have one, select calling from the handset check box and schedule a callback within 2 hours to
the same number)

*Click> process transaction> once the transaction summary pop-up, provide the service end date, explain 611611.

If not calling from handset

*Access to the phone B account> Go to SUI and check if auto fix is necessary> do auto fix.

* Follow the activation Job aid.

*While following the activation job aid> offer auto refill if he is not enrolled.

*Close the call.

*Create the interaction in phone B account.

24
 BYOP registration
Bring your own phone. Customer can bring devices from other companies (Verizon, AT&T, T-Mobile, Sprint, Metro PCS, etc.) or unlock
GSM and CDMA compatible phones.

To identify a BYOP phone:

The IMEI does not give you record in TAS or when you look for it or TAS advise you to create an account right away.

To begin, we will need to check if the phone is compatible. Phone coming from AT&T and unlock GSM phone that operates between
850 to 1900 MHz band with will be compatible using the AT&T BYOP SIM. If There is coverage in the area, activate the phone BAU.

Otherwise:

1. Ask the customer if they have purchased a SIM kit.

2. Go to Support>Support>BYOP eligibility> Enter the require info> Validate eligibility.

Select the brand.

Select the Carrier.
Enter the serial number.
Enter the Zip code

3. If the result is pending, wait 30 seconds and click validate eligibility.

4. Wait for the results.

a. if the result is not eligible educate the customer. You may try to select a different carrier to see if the phone is compatible. If not,
educate the customer that the phone is not compatible (offer to purchase a new phone with sale teams) or contact the previous service
provider to get the phone unlock (most 4G GSM unlock phone will be compatible)

25
b. If the result is eligible continue to the next step.

5. Go back to Incoming call>

a. if the customer does not have an account> create one without including the serial number.

b. If the customer has an account> Go to contact profile.

6.

A Phone is GSM:
Click on Add ESN to account> request the last 15 digits of the GSM SIM> enter the number>ADD

B. Phone is CDMA:
Go to BYOP registration

26
 Enter the require info> validate:

Read the disclaimer to the customer and click accept:

Reminders

Verizon SIM> 8914800000…> 20 digits

ATT SIM> 89014….>20 digits

T-Mobile> 890126….> 19 digits

Enter the complete SIM number if the system requests an click Submit.

7. If you register a GSM BYOP, select the serial number from the account summary; CDMA devices will direct you to the service
profile.

8. Complete the Activation, Upgrade or Port In BAU.

27
 PIN added to the wrong ESN.

When adding a service PIN, if you find the illustrated error, follow the steps bellow:

1. Copy the service PIN> Go to Support> Toss util> airtime cards and check the status of the airtime.

1
Check if the ESN is the same
3 one on the customer’s
account, if so, inform the
2 customer that the PIN has
been added to his phone
previously.

Once you validate that the PIN was redeem in the wrong ESN then:

a. If the card status is reserved queued> Unreserved the PIN (this will enable the PIN to be added to the right ESN). See image in the
next page.

28
 Enter the reason show and click
on Un-reserve. The new PIN
status will be not redeemed.
Use the PIN to refill the right
account BAU.

Move the bar to

the right, then
select Un-reserve.

b. If the card status is redeemed> Copy the wrong ESN displayed in the airtime card tool. Also, save the PIN, right ESN. The right ESN
can be found in the contact profile.

Wrong ESN

Once you validate the pin is redeemed to the wrong ESN

1. Access to the wrong ESN profile

2. Validate the ticket history. Look if a previous ticket for the same issue has been created.

If YES, advise the customer that they will need to purchase a new service plan.
If NO, follow the steps bellow:

I. Create a ticket on the wrong account and close the ticket. (Note: Please add the information needed to the ticket. Such as ESN,
SNP/Merchant ID, and a brief explanation of the issue.) Inform the customer about the one time courtesy.

1
Enter the ticket type, title
issue and notes;
remember to use the
template with the issue,
action taken, resolution
2 and sup name

29
 Enter the required information, remember that the Min used to redeem and rate plan appears in the service profile of the wrong
account. Then click on save and continue.

Close the ticket

Note: Do not create an interaction in the wrong ESN account.

II. Issue the replacement benefits on the correct account and create an interaction. You do not have to create a ticket on the
correct account, only an interaction. (If less than 30 days of benefits are owed use AWOP or Compensation/Replacement for
applicable brands)

III. Continue with the transaction BAU and create the interaction.

30
 Inactive POSA guidelines
If you find the phone status as inactive or when you try to redeem an airtime PIN the card in inactive, follow the steps bellow:

1. In TAS go to ESN support>Solutions>airtime> create inactive POSA tickets:

2. Politely educate the customer about the phone/airtime status and provide the 3 options listed on the solutions. If the customer
will be going to the retailer store, offer a callback for future follow-up and close the call.

3. Only if the customer will send the email/fax, create a ticket, selecting the appropriate one from the toolbox at the right hand.
ESN/IMEI for cellphones and SNP for airtime PIN.

31
4. Fill out the ticket as shown below, then click on save and continue:

5. Enter all the mandatory fields (the one with an asterisk) and click in save and continue:

6. Once the ticket is created, provide to the customer the ID number, and schedule a callback within 48 hrs. to Corp ERD queue.

32
 7. Regardless the customer will be going to the store or sending an email/ fax create the interaction.

If you need more details, refer to AGENT SUPPORT> TROUBLESHOOTING> INACTIVE POSA TROUBLESHOTING

https://tracfone.knowmax.io/#/preview/articles/5fb87206e20b8207909cfd13

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 Risk assessment
To check the scenario> go to recent interactions

Customer statements “ I would like to pay my bill” “I don’t know why my phone is not working”

Phone status> Risk assessment.

Smart pay: Provide the customer the smart pay phone number. 1-844-663-1309

Remember to validate if they have an alternative number to call smart pay.

If they don’t have an alternative line> warm transfer the call to smart pay.

If they have an alternative line> offer a callback and close the call.

Fraudulent activity: Transfer the call to BAFM department. 3001.

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 STOLEN PROCEDURE
If the phone status is listed as stolen, follow the steps bellow:

1. Go to ESN support> Solutions> Lost stolen phone procedures:

2. Follow the steps on the solution for PHONE FOUND:

For branded AT&T and Verizon devices the steps are:

Remember that what is bold, and underline has quick access link at the right-hand toolbox.

For BYOP AT&T, T-Mobile, and Sprint:

If you are NOT TOSS TRAINED transfer to tech department only if you have followed ALL previous steps:

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If you have to create a ticket for Remove from blacklist, select the link from the toolbox in the solution:

Enter the notes in the ticket and click save and continue:

Enter the number of outbound calls made as 0, then click save and continue:

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Click in dispatch and provide the ticket ID to the customer:

If the ticket is created, offer a callback to an alternate number within 72hrs using the ENT handset queue.

If a ticket is created but, 72 has not pass yet, inform the customer about the TAT and schedule a callback to ENT handset within the
remaining hour for the ticket be processed (72hrs from the creation time)

Create the interaction:

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How to process an AWOP

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 Interactions

When an interaction is not needed:

▪ Following the dead air procedure and you were unable to talk to the customer.
▪ You access to the account by mistake (TAS pop-up the account but customer calls about another ESN)
▪ You do not access to any account.
▪ If the customer does not have an account yet (Check BYOP eligibility, but activation is not started)
▪ Call is opened and disconnected before talking to customer (interaction is needed only if you can talk
to someone during the callback)
▪ When processing an upgrade, no interaction should be left on the old ESN.
Note: For any other cases, an interaction will be needed. For instructions, refer to
http://10.248.20.47/agentsupportnew/uploads/Training/Reference%20Guide/notepad-reference-guide-id-
11478/
Go to Agent support> training> reference guide> Notepad reference guide.

You will find some examples of the most common interactions in the next pages.

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 Activation/reactivation with PIN, successful testing, or not alternative phone number for callback

ACTIVATION/REACTIVATION CALLING FROM THE HANDSET AND ALTERNATIVE PHONE NUMBER AVAILABLE; ALSO, IF PHONE
CALLS DOES NOT WORK AFTER TROUBLESHOOTING (ACTIVATION JOB AID)

Make sure to
leave callback
number.

Activation/reactivation with new CC, call transfer to CC skill

Make sure to include MIN

when transferring call

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 Activation/reactivation new CC Spanish call
Make sure to include MIN when
transferring call

WHEN CX HANG UP AND THE REASON OF THE CALL IS NOT CLEAR

If name not available enter NA

CX request a supervisor without given the reason of the call

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 Redemption with PIN (add services with phone status active)

Redemption with CC (add services with phone status active)

Redemption with CC/ CC declined (add services with phone status active)

Redemption with CC/ CC declined (customer wants to know why the card is declined)

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Phone Status is risk assessment due to lease issue (customer does not have alternative line to call Smart pay)

Phone Status is risk assessment due to fraudulent activity

Phone/airtime PIN Status is INACTIVE POSA (Customer will go back to the store)

Phone/airtime PIN Status is inactive POSA (Customer will send an email or Fax)

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 Phone Status is Stolen, a ticket is needed.

If the ticket was

created by
another CSR
and 72 hrs. has
not passed by,
scheduled
callback within
the remaining
TAT hours

Phone Status is Stolen, a ticket has more than 72 hrs. or phone carrier is T-Mobile, Sprint, BYOP AT&T.

Phone Upgrade successful testing (Interaction in new ESN only)

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 Phone Upgrade unsuccessful testing (only new ESN)

Customer is unable to make calls, but the phone status is ACTIVE (no following activation job aid)

Customer is unable to access to internet or send MMS phone status is Active (Balance inquiry reveals customer has data left)

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 Customer call to activate new phone and port a number from an external company (NO TracFone brand)

Phone status is ANY and says, “Port in progress.”

Only if TAS shows one

Device type is home phone, hotspot, etc. (no smartphone (BYOP) or feature phone)

Depending on the phone status, select what the customer wants, for instances, the customer would like to add a pin to a home phone
and the phone status is past due:

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Customer call just to get the Service end date.

Customer calls to enroll/de-enroll of auto refill.

Customer calls to change his phone number.

An airtime conversion is done during the call.

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